DMG Consulting

APRIL 15, 2020

AI-based technologies, such as predictive analytics and machine learning, are being incorporated into WFM solutions to automate the selection of the optimal forecasting model for each business’s unique needs. Predictive analytics is already helping companies make better hiring decisions and reduce agent churn.

Predictive Analytics 62

Predictive Analytics Contact Center Machine Learning Artificial Intelligence 62

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Lumoa

JANUARY 11, 2022

Here are some of the top reasons why NSP you should invest in NPS software: Minimizes Customer Churn Rate Business growth can be understood by measuring the inflow and outflow of the customers in the business. Churn rate those numbers of customers who left your company because of having a bad customer experience.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

DMG Consulting

APRIL 16, 2019

Enterprises increasingly recognize the need to listen to customers and prospects across voice and digital channels to obtain a comprehensive view of their experiences. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.) of capturing feedback from customers.

Contact Center 48

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 48

DMG Consulting

AUGUST 9, 2018

IVAs assist agents by providing them with information drawn from knowledge bases, customer profiles and other online sources to optimize and personalize each customer interaction, allowing them to make the most of each service and sales opportunity.

Text Analytics 48

Text Analytics Contact Center Predictive Analytics Machine Learning 48

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Customer Feedback 83

Customer Feedback AI Machine Learning Social Media 83

Zonka Feedback

DECEMBER 26, 2023

Zonka Feedback Zonka Feedback isn't just a survey tool; it's an AI-powered conversation hub, transforming how you capture, analyze, and act upon customer insights. Zonka's AI delves into the emotional subtext, deciphering sentiment and intent for a deeper understanding of customer experience. Go beyond words.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

DMG Consulting

OCTOBER 17, 2019

At the same time, vendors are investing in their RPA solutions, increasing the use of AI technologies, especially machine learning, predictive analytics, innovative optical character recognition (OCR), and advanced computer vision capabilities.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

Confirmit

NOVEMBER 20, 2018

It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Our own Chris Brown, Senior Director of CX Consulting was there to share his view on the role of AI in enhancing the customer experience. Step one is to identify the problem we need to solve.

AI 40

AI Text Analytics Predictive Analytics NPS 40

DMG Consulting

MARCH 9, 2020

Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The contact center WFO market has seen amazing growth over the past decade.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics Predictive Analytics 48

DMG Consulting

FEBRUARY 15, 2018

But here’s the catch: Just a small improvement in utilization rates can improve the customer experience and net millions in savings. For example, if the cost of an agent-handled call is $5, a 2 percent increase in IVR utilization for a business that receives 1 million calls per month represents a savings of $100,000 per month, or $1.2

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

DMG Consulting

SEPTEMBER 26, 2018

There is renewed interest in these solutions, which are incorporating artificial intelligence (AI) and machine learning to keep speech analytics up-to-date with the digital transformation. These advancements are fueling interest in speech analytics and accelerating sales of new and replacement solutions.

Contact Center 48

Contact Center Machine Learning Artificial Intelligence Text Analytics 48

DMG Consulting

DECEMBER 11, 2019

Other important features are robust UIs and cross-channel orchestration that allow customers to escalate their requests and pivot among channels without losing history or context. Artificial intelligence (AI) and predictive analytics are also profoundly impacting the CBCCI market.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 48

SurveySensum

OCTOBER 17, 2023

Identify the root causes of customer drop-offs and proactively prevent them. Okay, now that we know what the customer feedback tools for NBFCs are and how they help in improving customer experience, let’s understand how to choose a great customer feedback software for NBFCs for your business.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

DMG Consulting

MARCH 31, 2019

They are in the forefront of leveraging AI and machine learning in their solutions, including sophisticated routing capabilities, analytics (with a focus on predictive analytics), intelligent virtual assistants (IVAs), chatbots and robotic process automation (RPA), and WFO solutions such as workforce management (WFM).

Contact Center 48

Contact Center Machine Learning Text Analytics Predictive Analytics 48

SurveySensum

NOVEMBER 23, 2023

Text Analytics Software The innovative Text and Sentiment Analysis technology automatically extracts quantitative data from unprocessed, qualitative information to discover patterns and trends within the text. Qualtrics’ CustomerXM platform supports predictive analytics, which can show you key trends and patterns.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SurveySensum

DECEMBER 1, 2021

Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Once feedback is received, it will be run through Satmetrix’s text analytics feature, which can recognize trends on your behalf. . It is specifically made for measuring customer experience.

NPS 52

NPS Net Promoter Score Sentiment Analysis CRM 52